I called my bank recently, trying to get hold of someone who could answer a pretty simple question. I’m betting I don’t have to tell you that what should by all rights have been a short and simple task turned into a Herculean effort of endurance and patience.

But banks are far from the only place you’ll get such treatment. Most large companies seem content to place their customers into a labyrinthical phone system and let you find your way through.  Maybe worse are the companies that throw up FAQs that you’re supposed to weed through in order to get your answer. It’s as if they’re saying, “The answer you’re looking for might be in here somewhere. Go find it.”

Forgive me for sounding a little curmudgeonly, but customer service is something I feel very strongly about, and while the day may come when a machine can do everything a person can do, that day has not yet arrived.

These blog posts are called “Conversations from the Field” for a reason. I spend a lot of my time out of my comfortable office chair and in airplane seats and in rental cars because I know there’s no replacement for face-to-face conversations with iSqFt customers and people of all stripes throughout the industry. There just isn’t.

I’m very happy to report that most people I talk with don’t care what my title is, and that’s as it should be. All they know is that I represent iSqFt, a service that–very often–they’re paying for, and all they care about is one thing: are they getting the value they expected for their hard-earned dollars?

These conversations are typically very frank, and overwhelmingly positive. That’s not because iSqFt is perfect, it’s because when our customers have a problem or a question, they can reach someone, an actual human being who knows what he or she is talking about and has the power to solve problems.

Here are a few things I know to be true:

• Every company will make mistakes and have problems. Customers know this and are not only forgiving but even pleasantly surprised when you make things right.

• If you promise to meet a customer’s expectations, you’ll get his money. If you actually meet his expectations, you’ll get his loyalty. If you exceed his expectations, you’ll get his endorsement.

• In order to achieve these conditions, you must create a culture in which every single person understands the value of his or her contributions.

I don’t claim to have all the answers, and I’m not the first person to talk about the importance of customer service that actually provides service. But in light of my recent experience I guess I wanted to share my thoughts on the topic and tell you how I’ve made sure we’re putting ideals (and great ideas) into action. I hope you never experience any problem with iSqFt, but if you do, I think you’ll be genuinely impressed at how quickly, efficiently, and painlessly your issue is resolved.

-DC

But what if there were a way to apply real stone over nearly any surface, without demolition?

Cre8stone, a company out of Dallas, TX, says it has the answer.

Read more>>

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It’s no surprise that many companies are still doing takeoffs the old fashioned way – using a pencil, paper, and spreadsheets. After all, change is hard and there’s comfort in the status quo. But given my position, I think it’s important to remind people why making the switch to digital takeoffs is worth considering.

Time and money are hot commodities in the construction industry. What if I told you that switching to digital takeoffs will not only save you time, but save you money as well? Let me explain.

“Hard” Cost ROI

I talk with a lot of construction companies that make the shift to digital takeoffs after doing their own calculations and realizing that they’ll get an almost immediate return on investment (ROI). You don’t need a graphing calculator to figure out that doing takeoffs using electronic plans and a mouse is about 50 percent faster than manual takeoff methods.

But speed is only a good thing if you’re not sacrificing accuracy. Fortunately, improved accuracy is another benefit of paperless takeoffs, and one that goes straight to your bottom line in the form of tighter bids, more wins, and less waste.

We all know the expense associated with paper plans. They’re large and expensive to print, ship, and store. Digital takeoffs drastically reduce the need for expensive printouts, saving you money on paper and toner. Plus, sharing electronically is instantaneous and free, which saves time.

“Soft” Savings

Faster takeoffs–along with no printing, no shipping, and no wasted space for storage–are “hard” cost savings that are easy to measure. But there is also a “soft” cost savings component to going digital. While these savings aren’t as easy to quantify, they’re every bit as real.

For instance, by reducing paper, digital takeoffs support a company’s efforts to become a leaner, greener construction firm. Think of this as a small but important step toward your company’s overall green goals.

Visibility is also a “soft” savings benefit to consider. There is significant peace of mind that comes with seeing, on-screen, that every room on every floor has been accurately taken off–and that you haven’t missed something that will erode profit down the line.

Yet another “soft” advantage of digital takeoffs is mobility. This paperless task can be done anytime, anywhere. Imagine how this could improve your productivity, or allow you to respond instantly to customer requests for information, like change order estimates.

Measurable ROI is important when considering new technology. But the smart contractor will also consider how the “soft” cost savings of digital takeoffs can significantly improve their estimating operations.

Click here to take a tour of ProEst’s construction estimating software with integrated digital takeoffs. Or, for more information, contact: jeff@proest.com.

While most of the time these comments come from manufacturers or GCs who don’t use iSqFt, I’ll admit that I’ve heard comments like those from iSqFt subscribers too. In those cases, I always ask the same thing: Who’s your direct point of contact at iSqFt?

Every manufacturer, every general contractor account has an assigned Account Manager. Manufacturer clients have Customer Success Managers (CSMs) and GCs have Implementation Managers, but they all serve the same purpose: making sure you know how to use iSqFt to the fullest and that you get the most from your iSqFt subscription.

I started this by saying that some people will tell me that they don’t have enough jobs and that others have more than they can use. I’m going to use manufacturers as an example of how iSqFt’s CSMs can help.

Problem 1: Not enough projects
Part of the problem may be that we haven’t yet found the right keywords, but it could also be that your keywords are too “tight.” That is, they’re too specific and they’re not finding exact matches to exact terminology. The fix for this is pretty simple, and your CSM can help you with this.

But just as likely is that your searches are too focused on a single category or handful of categories. I can’t count the number of times someone has told me that he focuses his attention on a particular kind of project, be it education, healthcare, industrial, etc.

I understand that mentality. It comes from years of experience and knowing that they’re most likely to find a vein of relevant work in that kind of project. But if you trust the iSqFt system, and get keywords that work, you’ll be shocked to find out where else you’ll find projects that are right up your alley.

Longer term, I’ll ask you to look into our Design Team Report. Each month you have the option to receive this document, which shows you where you’re specified, where you’re not, and even includes contact information for people who can influence specs going forward. This is a great example of planting seeds and building your business for tomorrow.

Problem 2: Too many projects
I’ve never had anyone tell me that they had too many projects that were a great fit for their company. Never. They always mean–even if they don’t say it–that they have too many projects and no way to find out which ones are a perfect fit for what they do. I have two solutions for this:

1. Keywords, keywords, keywords. I can’t possibly overstress the importance of having the right words. These are the words and phrases that locate competing products or brands, or your products in the right categories and divisions. Find the right recipe and you’ll have the luxury of being selective.

2. The right tools for the job. iSqFt gives you the ability to sort by most of the columns in the Project List, including which keyword strings matched, and filters to help you find the right projects by date, type, phase, status, project value, class, and category. Use those and you can find wheat in the chaff pretty easily.

iSqFt offers real-world solutions for businesses facing real-world problems. That’s why we make sure you’ve got an actual person to help you find the solutions that work for you, and tools that help you find your path to success every day. It’s an important part of the customer experience, and one we take very seriously.

-DC

Dave Conway

iSqFt for Manufacturers customers going into a new market know they have two things in particular that will help them create new relationships or even strengthen existing ones:

1. Access to a comprehensive database of projects with detailed information

If you’re reading this, you probably already know that iSqFt can show you where your products are being spec’d and where they’re not. I’ll spare you that pitch. But what you may not know is that we have a tool called Auto Search that shows you at a glance, on a page filled with projects, which ones contain the keywords you look for. Literally at a glance.

2. A simple way to share that information

iSqFt has a tool that lets you send projects, complete with all information and documents, to anyone. This is particularly important when you know you have an advantage. These shared opportunities to build and strengthen relationships while you remain in contact can be at the core of improving your position in a new market.

The power of those two things may not be immediately clear, so allow me to clarify that just a bit.

Imagine moving into a new market, doing just a few minutes of research on iSqFt, and then being able to send a distributor or manufacturer rep detailed information on projects where you know you have a competitive advantage. This lets you work more closely with your in-market partner to increase the chances that you’ll win the business.

That’s powerful, and that’s what iSqFt customers have at their disposal. What do you think you could do with those kinds of tools?

-DC

But the real story is the people who turn great ideas in to action. Today’s story is about an iSqFt associate who started a particularly important tradition of giving the most valuable gift of all.

When you get her voicemail instead of Hoxworth Blood Center’s Liz Gantzer, you’ll hear a message telling you that their donors “save lives every day.” It’s a weighty reminder that people rely on their services for their very lives.

“The fact is that a third of the world is physically unable to give blood,” says Gantzer, “and only five percent of that third actually do give. It’s incredibly hard to get the donations to keep up with demand.”

It was iSqFt’s Kelley Konieczko who reached out to Hoxworth back in 2007, asking if they would be interested in coming to their offices for a blood drive. “We’re typically the ones to reach out,” says Gantzer, “so this was different.”

iSqFt sponsors two drives a year, in January and July, which is significant, since January is a particularly hard month for blood donations. “People get busy, they’re just back from the holidays; it’s tough,” says Gantzer. “But Kelley has never asked to move our day or our parking spot [for the Bloodmobile].”

Gantzer notes that those little things make a big difference, since it takes nearly nothing to dissuade people from giving. “You’ve got to make it easy for them. Convenience and reliable scheduling is everything, and Kelley and our regular donors have been stars.”

iSqFt employees generally donate at twice the national average, and Hoxworth typically gets 30-31 pints, or units, of blood per visit.

“I completely understand that giving blood is hard, and harder for some than others,” Gantzer says. “We all get that. But Kelley’s reliability and consistent commitment to making these blood drives a success has made a difference in actual lives.”

But the real story is the people who turn great ideas in to action. Today’s story is about an iSqFt team member who took the time to find out where a donation of school supplies could have the greatest impact, and maybe even change some lives.

LaTora Jackson, a Financial Analyst with iSqFt, wanted to find a way to help kids at struggling schools. “It’s hard to believe, but there are kids out there, in my city, who don’t have pencils, paper, crayons–the basics.”

She began by finding the three lowest-performing schools, and then learned that the Roll Hill Academy was a “turn-around” school. “The city came through with some funding, got them a new school building, and they’re working to change the course for these kids,” says Jackson. “That was where I thought our supplies could make an impact.”

The original aim of the program was to assemble backpacks with a set list of items–pencils, rulers, paper, etc.–and give them to 10-20 kids who needed them. But the final tally was 40 complete backpacks. “We were thrilled with that, of course,” says Jackson. “But the response we got from the school was the real reward.”

Jackson says that teachers are still using the supplies iSqFt provided, and giving their neediest students the tools they need to succeed.

But the real story is the people who turn great ideas in to action. Today’s story is about one iSqFt associate who wanted to give sick kids a break from the realities of their illnesses.

“Honestly, I just wanted to find a way to help kids going through a rough patch,” says Justin Grieshop, Business Analyst at iSqFt. The idea was to work with a program called Reach Out and Read to get books into the hands of children at the Crossroads Health Center. “We thought some books would help them pass the time and maybe even let them forget their problems, even for just a little while.”

To start, Grieshop set a modest goal of 50 children’s books for this drive. “This was our first time and we didn’t really know what to expect.” But the response was overwhelming and they ended up with 435 books. “We were absolutely blown away, honestly. It was really touching to see people bringing books in for these kids.”

Hospital administrators were extremely happy with the donation because they knew what a difference it would make. “There are times when you do things because you know it’s the right thing to do,” says Grieshop. “And then there are the times when the reward is so much greater than the gift. This was one of those.”

Asked why he chose to be involved in the Community Outreach Group, Grieshop looks almost as if you’ve asked why the sky is blue. “This is what we should be doing. If one positive act can start even a small ripple in the pond, why wouldn’t I do that?”

Well said.

“Part of this job that I really enjoy,” says Sandra Kuzma, Vice President of Human Resources for iSqFt, “is helping people, and that’s why we formed the Community Outreach Group.”

The Group is made up of caring people–all iSqFt employees–who want to make a difference, she says, and they see this as a chance to do good. “As a company, our resources are limited, but as individuals working together we can accomplish so much more.”

iSqFt’s résumé of charitable causes is sizable. In addition to their main company-sponsored organization, Boys Hope Girls Hope, they also work with:

• American Cancer Society
• Hope Lodge
• The Ronald McDonald House
• St. Vincent DePaul
• Animal Friends
• Crossroads’ Health Center
• Reach Out and Read
• Roll Hill Academy
• Hoxworth Blood Center

Most impressive is the fact that most of these worthy causes came into the company through individuals who saw a need and stepped up. The last three in that list, for instance, have interesting stories all their own.

In the coming days, we’ll be featuring stories about these deserving organizations and the people who made a difference.

On a recent visit to talk with some of iSqFt’s customers, I stumbled across one of my very favorite opportunities: I got to talk with someone who knew about our company, had thought about subscribing, but wasn’t yet convinced it would be a good move for his manufacturing business.

“What’s the difference between you and [major competitor]?” Andy asked.  “What do you have that no one else does?”

Fair question.

I ended up talking with Andy for over an hour, but I’ll spare you the long-form version and just hit the highlights.

Who has influence over which products are specified on a project? Most people will first say architects do, and then, after a moment, they’ll think of all the times owners, subs, and even GCs have had some say. The reality is that nearly anyone involved in a project can influence or even outright decide which products are used in a project.

The thing that iSqFt does better than anyone is that it gives you 360-degree access to everyone involved in a project, so you can create opportunities and make more sales. In fact, inside the iSqFt for Manufacturers suite we have specialized tools designed for this exact purpose.

Engineers, architects, owners, and consultants: The Design Team Report (and Architect Report) gives you detailed contact information, giving you direct access to the decision-makers. And by the way, this will also show you any consultants working on a project.

Subcontractors: The Sales Opportunity Report (SOR) shows you not only which subcontractors have “interacted” with a project, but also how much interaction they’ve had. Have they just viewed the details, or did they print or download plans, indicating serious interest? As a manufacturer, those may well be the people you want to get in touch with.

General contractors: The GC Bidders Report, found inside our application, shows you which GCs have bid on a project. As I pointed out in my last post, a key value point for iSqFt is that it gives you the tools to reach out to every GC, not just one or two. Remember, bidding is, to a large extent, a numbers game, and you’ve got to increase your odds if you want to win more often.

This post has turned out to be a bit longer than I anticipated (I promise to be more restrained next time), but Andy asked a really important and, I suspect, common question. iSqFt gives its customers the most valuable thing any manufacturer can have: access. And that makes all the difference in the world.

-DC